Senior Office Coordinator (Scheduling-Call Center)-Full Time Days/Evenings

About the role

Job Summary: This position is accountable to obtain and verify all patient insurance and pre-authorization information, perform scheduling functions, and collect self-pay, co-pay, and patient deductibles. The incumbent in this position is accountable to perform a variety of clerical, reception, and other support functions that will ensure timely and effective day-to-day operations and communications throughout the facility(ies). This includes, but is not limited to, answering telephones, greeting patients, entering outpatient imaging orders, maintaining records, and monitoring flow.

Responsibilities

• Trains, orients, and provides oversight to office coordinators in collaboration with leadership
• Participates in efforts to maintain retention in the department and provides mentoring and coaching when needed.
• Maintains database(s) and ensures data integrity by monitoring data entered by office coordinators, trending recurrent issues and identifying discrepancies, facilitating corrective action and education.
• Collaborates with leadership to identify quality assurance trends and provide corrective action.
• Maintains accuracy/productivity rates in accordance with departmental quality goals, as well as ensuring proper identification checks.
• Collaborates with colleagues in one-on-one and group settings to identify concerns and recommend solutions.
• Monitors and performs cancelations/reschedule from the cancellation list.
• Maintains call center logs.
• Performs Office Coordinator coverage and duty assignment as requested by leadership.
• Greets all customers in a courteous and professional manner. Addresses customers’ needs efficiently, effectively, and confidentially. Provides excellent customer service and supports the facility annual customer service goals.
• Answers telephones courteously, professionally, and promptly. Screens and transfers telephone calls or takes messages as appropriate.
• Assists in the handling of various patient financial matters.
• Schedules tests as ordered by a physician or his/her staff through appropriate scheduling software.
• Maintains documentation necessary for compliance with state, federal and other regulatory agency requirements. insurance cards and valid ID card.
• Collects required co-pays by referencing insurance cards.
• Obtains authorization information from insurances via their website as applicable.
• Monitors scheduling work-lists to ensure timely scheduling and insurance verification.
• Provides patients and/or physicians’ offices instructions for proper pre-procedure preparation.
• Communicates with insurance companies to determine appropriate benefits, required co-pays, documents pre-authorizations, and prorates bills with management approval, to accurately secure proper reimbursement from insurance companies and patients.
• Maintains an organized and efficient work area. Monitors appropriate reports. Maintains knowledge of CPT and ICD-10 codes, ensuring orders are entered accurately and efficiently.
• Enters all necessary pre-authorization documentation into Radiology Management Systems (RMS) via the revised schedule information screen to ensure correct transfer of information for billing, and efficient follow-up with patients/guarantors and third-party payers.
• Reviews pre-authorization denial reports provided by the billing company to ensure accuracy of the pre-authorization process.
• Performs other duties as assigned.

Qualifications

• High school diploma or equivalent.
• Basic computer skills.
• Strong verbal and written communications skills required.
• Two (2) years related experience in a call center, patient registration, patient accounts, or patient billing preferred.
• Experience in third party insurance and insurance terminology, CPT, and ICD-9 codes preferred.
• EPIC EMR experience preferred.
• Previous Leadership experience preferred.
• Physical requirements: Constant (67-100% of workday) sitting and use of arms